خلاصة:
The purpose of this paper is to identify the factors of customer satisfaction in Export Development bank of Iran (EDBI). In this study, purposive sampling technique was employed to recruit 50 customers classified as government service holder, private service holder and businessmen from all EDBI branches. We have done Kaiser-Meyer-Olkin Measure of Sampling Adequacy, Bartlett's Test of Sphericity, Cronbach's Alpha Reliability Statistics, inter-correlation, factor analysis and factor ranking. This research showed that management information service, service factor, time management and behavioral factor are the key factors which are representing customer satisfaction in EDBI. Management information services is the combination of 7 variables such as computerized service, innovative service, smooth and hassle free, staff availability, skilled and knowledgeable employees, service charge, transparency in services. In addition, service factor amalgamation of 3 variables which are service infrastructure, systematic, accurate service and cordial, customer friendly; helpful employee more over time management factor is also the combination of 3 variables such as waiting time, timely information and effective handling of complaint. Finally, commitment of employees and timely services are constitute of behavioral factor. Among major four factors behavioral factor obtain the highest rank comparing with other factor. The paper contributes to previous research by adding to existing knowledge regarding what constitutes e-banking service. The paper makes key recommendations towards enhancing current online financial services delivery.
ملخص الجهاز:
com Abstract The purpose of this paper is to identify the factors of customer satisfaction in Export Development bank of han (EDBI).
This research showed that management information service, service factor, time management and behavioral factor are the key factors which are representing customer satisfaction in EDBI.
This study also evaluates influence of service quality on brand perception, perceived value and satisfaction in E-banking.
Nadiri, Kandampully, and Hussain (2009) also focused that the higher level of perceived service quality results in increased customer satisfaction.
2) To identify the factors responsible for customer satisfaction in respect of E-banking service quality.
Santhiyavalli (201 I) conducted a study that main objective are studing the customer's perception of service quality of the select branches of State Bank of India and studied the major factors responsible for their satisfaction.
Table 2 KMO and Bari leii's Test Result for E-Banking {مراجعه شود به فایل جدول الحاقی} Source: Computed from Primary Data Table 3 Cronbach's Al pha Reliability Statistics {مراجعه شود به فایل جدول الحاقی} Source: Computed from Primary Data To check multidimensionality of customer services and satisfaction, coefficient Alpha was computed separately for all variables identified.
Almost all the cases, correlation coefficient of variables were found statistically significant, hence included as the factor influencing the level of customer satisfaction in respect of banking services.
Among 15 variables 4 major factors are responsible for customer satisfaction in EDBI.
Customer's perception of service quality of state bank of India: A factor analysis.